ICT Support Team Lead

Mediclinic Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A healthcare services provider in Dubai seeks a first line ICT support specialist to resolve technical problems and manage service tasks. Candidates should have a Bachelor's in Computer Science or equivalent, ITIL certification, and at least 3 years of experience in ICT support, ideally within healthcare. This role focuses on hardware and software problem-solving and includes leading a team to ensure efficient support. Join the Mediclinic Middle East family for a rewarding career.

Qualifications

• At least 3 years experience in an ICT support service environment preferably in Healthcare Industry.

Responsibilities

• Provide first line support via the MCME ICT service desk.
• Identify and classify requests through diagnostic techniques.
• Maintain service records and their resolution in the IT Service Management tool.
• Lead complicated technical issue resolution.
• Liaising with internal stakeholders and suppliers.

Skills

First line hardware and software technical problem solving skills

ITIL Service Management based skillset

Customer relationship management

Verbal and written communication skills in English

IT service management tool

Education

Bachelor Degree in Computer Science or ICT equivalent

Certification in ITIL v3v3 / v4 Foundations

Job description

Closing date: 28/08/2025
Number of positions: 1
Recruiter name:Fatma Alharthi
Reference number: 63067
Workplace Type:

Mediclinic Corporate Office Dubai Dubai United Arab Emirates

MAIN PURPOSE OF JOB

To provide first line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems for users and assign ICT tasks to the team to ensure appropriate distribution of workload and manage the team.

KEY RESPONSIBILITY AREAS

Identify and classify requests through diagnostic techniques and pertinent questions (Ivanti Neurons)

Determine the best solution based on the issue and details provided by customers

Direct unresolved issues to the next level of support personnel

Maintain service records and their resolution in the IT Service Management tool

Lead complicated technical issue resolution and participate and contribute towards small projects

Leading the Team and liaising with the internal stake holders and suppliers

REQUIRED EDUCATION

Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution

Certification in ITIL v3v3 / v4 Foundations

REQUIRED EXPERIENCE

At least 3 years experience in an ICT support service environment preferably in Healthcare Industry

REQUIRED JOB SKILLS AND KNOWLEDGE

• First line hardware and software technical problem solving skills
• ITIL Service Management based skillset for Incident Change Problem and Request management
• Customer relationship management
• Verbal and written communication skills in English
• IT service management tool

All applicants will be considered with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us apply now and become a part of the Mediclinic Middle East Family